Customer Service Manager

2 months ago


Shanghai, China Orange Business Services Full time

about the role

Solve customer problems of IoT service - resolve issues promptly, recommend and implement ways of improving customer experience. Design solutions and identify and communicate how engineering/technical solutions can support the achievement of short- and long-term business goals. Develop repeatable methodology for triage/troubleshooting procedures to enable targeted fix agent involvement. Establish and maintain strong working and collaborative relationships with Enterprise customers’ technical leadership. Proactively communicate planned outages and negotiate requested changes. Communicate unplanned outages and steps being taken to mitigate service disruption and provide root cause analysis. Build and share network key performance and key service indicator dashboard that provides a view of how the OBS IoT service is performing for the enterprise customer and resellers, for presentation on a monthly/quarterly basis.

about you

Bachelor's degree in engineering or related discipline; Proven success in developing and maintaining positive customer relationships with both technical staff and leadership. 8+ years of relevant technology experience in multiple business and technical areas. Solid technical background with wireless communication, such as 5G, LTE, WCDMA, IOT. Expert knowledge and experience level in connectivity management platforms such as WING, DCP , Jasper. Work cooperatively at all levels in a matrix environment to build and maintain positive relations. Strong Influence Management skills; awareness of Situational Leadership a plus. Good oral, written communication and presentation skills in English, and knowledge of wireless industry.

additional information

The IoT Service Manager is the dedicated technical POC for large IoT enterprises and resellers throughout the customer lifecycle. This position is primarily responsible for ensuring the Orange Business IoT services, including the network and associated systems, perform to meet customer expectations.


department

Global Delivery & Operations

Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business

contract

Regular



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